The Secret to Getting Your Customers to Drive Software Adoption on Their Own

For years – long before the invention of SaaS, software vendors could make tons of sales by selling customers on the idea that software would solve all (well, most) of their problems. If you bought their system, all the great features and functions baked into their product would deliver great results.  Vendors had polished demos[…]

The Two Questions CSMs Should Ask in Every Meeting

The Two Questions that Customer Success Managers Should Ask at Each and Every Client Meeting Many Customer Success Managers (CSMs) struggle with lacking the confidence, or the experience, to have the most effective conversations with their clients. They tend to get nervous or uncomfortable with asking clients about business issues and discussing what it will[…]

The World Cup, Software Adoption and Customer Success

The most amazing thing happened after recent World Cup game. The Japanese spectators all cleaned up after themselves in the stadium. Many of them had even brought their own trash bags to make sure that they could leave the place spotless. When have you ever heard of such a thing happening at the sports events[…]

Lessons from roommates & houseguests

The rise of the digital workplace is changing how people collaborate and conduct work, forcing us to reexamine a lot of assumptions and rote behaviors. We need to rethink both how we work and how we impact others’ work. This got me thinking that we can learn a lot about how to drive effective digital[…]

3 Steps to Build Better Customer Success Relationships: “The Go-Slow to Go-Fast Approach”

Many well-intentioned CS professionals are so focused on the details of their product or service, and are in a rush to get the customer to cover a lot of information, they skip the critical relationships-building tasks that form the foundation for a strategic, trusting relationship. As a result, clients are cautious and hesitant to engage[…]

Successful Software Adoption

1 Most organizations are surprised by how difficult it is to get people to adopt new technology. The biggest mistake many organizations make is believing that people will have no choice but to adopt a new IT system because it will be mandatory. Sound familiar? Mandating system use is a common approach that is guaranteed[…]

How to improve Customer Success and reduce customer churn in a SaaS company

1 What is Customer Success for today’s business? Customer Success provides a solid foundation for a company to grow and scale with customers for life. In today’s competitive market, SaaS providers fully depend on upsells, referrals and renewals year after year. Most SaaS companies put all of their focus and effort into developing their product(s)[…]

Top-5 Customer Success Conferences to Attend this Spring

In 2018, the focus of Customer Success (CS) is how to make it a company-wide effort since cross-functional strategies and well-coordinated action is required to drive CS. To help you improve your customers’ experience, retention and loyalty, world experts are gathering to share their CS best practices, tactics and methods with you.    Tri Tuns gathered[…]

Successful women leaders are breaking new ground in Customer Success

What is your title and role and how long have you been working in the CS space or similar role?  My name is Shannon Hyson and I’m the Global Head of Customer Success at a large B2B company in London, England, and I’ve been in the CS space for 10 years –  even before it[…]